COMPLAINTS PROCEDURE

IF YOU BELIEVE YOU HAVE A GRIEVANCE, PLEASE WRITE IN THE FIRST
INSTANCE TO THE RELEVANT BRANCH DIRECTING IT TO EITHER THE
ASSISTANT MANAGER IF IT IS A SALES MATTER OR THE LETTINGS MANAGER IF IT IS A
LETTINGS MATTER AS DETAILED ON OUR CONTACT US
PAGE.

THE GRIEVANCE WILL BE ACKNOWLEDGED WITHIN 3 WORKING DAYS AND
THEN INVESTIGATED THOROUGHLY IN ACCORDANCE WITH OUR COMPLAINT
HANDLING PROCEDURES. A FORMAL WRITTEN OUTCOME OF THE COMPLAINT WILL BE SENT TO YOU
WITHIN 15 WORKING DAYS OF RECEIPT OF OUR
INITIAL ACKNOWLEDGEMENT LETTER AND YOU WILL BE INVITED TO MAKE ANY COMMENTS THAT YOU
MAY HAVE IN RELATION TO THIS RESPONSE.
IF FOR ANY REASON, WE REQUIRE LONGER THAN THIS TIME SCALE TO FULLY INVESTIGATE THE
MATTER, WE WILL ADVISE YOU IN WRITING
AND CONFIRM OUR REVISED RESPONSE DATE.

IF YOU REMAIN DISSATISFIED WITH THE RESULT OF OUR INTERNAL
INVESTIGATION THEN PLEASE WRITE TO THE DIRECTOR OR BRANCH MANAGER
OF THAT BRANCH IF IT IS A SALES MATTER OR IF IS A LETTINGS MATTER THEN PLEASE WRITE
TO HEAD OF PROPERTY
MANAGEMENT, 10 MOORSIDE ROAD, HEATON MOOR, SK4 4DT, IN
ALL CASES WE WILL REVIEW THE COMPLAINT FURTHER.

FOLLOWING THE CONCLUSION OF OUR IN-HOUSE REVIEW WE WILL WRITE
TO YOU WITH A FINAL WRITTEN STATEMENT USUALLY WITHIN 15 WORKING DAYS OF RECEIVING
YOUR ESCALATED COMPLAINT. PLEASE NOTE THAT A COMPLAINT WILL NOT BE INVESTIGATED IF
IT HAS NOT FIRST BEEN REFERRED TO THE ASSISTANT MANAGER OR LETTINGS MANAGER OF THE
INDIVIDUAL BRANCH AND STAGE 3 COMPLAINTS MUST BE SUBMITTED IN WRITING IN ORDER FOR
THE MATTER TO BE FURTHER INVESTIGATED.

IF YOU REMAIN DISSATISFIED WITH THE CONCLUSION OF THE IN-HOUSE
REVIEW OF THE COMPLAINT, YOU CAN REFER THE MATTER TO THE PROPERTY
OMBUDSMAN. PLEASE WRITE TO THE PROPERTY OMBUDSMAN USING THE ADDRESS
BELOW:THE PROPERTY OMBUDSMAN, MILFORD HOUSE, 43-45 MILFORD
STREET, SALISBURY, WILTSHIRE, SP1 2BP. PLEASE NOTE YOU WILL NEED TO
SUBMIT YOUR COMPLAINT TO THE PROPERTY OMBUDSMAN WITHIN
12 MONTHS OF RECEIVING OUR FINAL WRITTEN RESPONSE, INCLUDING ANY EVIDENCE TO SUPPORT
YOUR CASE. THE PROPERTY OMBUDSMAN REQUIRES
THAT ALL COMPLAINTS ARE ADDRESSED THROUGH OUR IN-HOUSE COMPLAINTS PROCEDURE, BEFORE
BEING SUBMITTED FOR AN INDEPENDENT REVIEW
BY THEM.